The Recommend Guarantee

Your Home is in Safe Hands

When you hire a service professional, we want you to be confident that they have been vetted, reviewed and rated by real customers.

But, if things ever go wrong, you can also be confident that we will do our best to make it right.

Here’s how we protect you and your home.

What is the Recommend Guarantee?

The Recommend Guarantee is an additional layer of protection for any customer that hires a service professional and pays through our platform (Recommend Pay). It has three levels of protection:

(a) Satisfaction Guarantee and Money-Back Guarantee

If a customer is not satisfied with the quality of the service, we will arrange for the same service professional to go back and rectify the work for up to two more times. If the problem is still not fixed, we will arrange for a different service professional to fix the problem.

In addition, since the customer has paid using Recommend Pay, the customer will enjoy a money-back guarantee for any uncompleted portions of work, as long as the customer hasn’t released the funds to the service professional.

(b) Warranty for Work Quality

Services hired over the platform enjoys a warranty on work done. The extent of the warranty depends on the type of service. For example, maintenance jobs like aircon servicing, electrical wiring and handyman services enjoy 30-day warranty, while renovation jobs like built-in cabinet installation comes with 3-years structural warranty.

You will find specific warranty details when you fill in our request form for each respective service.

(c) Insurance Protection against Accidents

If during the work or project, the service professional causes damage to structural elements of the space, customers can be compensated up to RM 50,000. If there is an incident of theft, customers can be compensated up to RM 5,000. If there is an incident of public liability (where a third party is injured), customers can be compensated up to RM 100,000.

Who qualifies for the Recommend Guarantee?

All customers who hire service professionals through the platform AND pays using Recommend Pay qualifies for this protection. Ensure that you either pre-pay for your service at the point of booking, initiate a payment through your chat page, or ask the service professional sends you a Request for Payment through the platform. All payments directly to the service professional will invalidate your Recommend Guarantee.

The limit of your guarantee is the amount that you paid through Recommend Pay.

Frequently Asked Questions

How do I report an issue?

When the service professionals ask you to release the balance that is kept with, you must file a dispute by clicking the “Dispute” button within the Recommend Pay screen. Alternatively, you can email your dispute to [email protected] with your details. Please ensure that you submit your complaint within 2 days after the job is completed, or 2 days after the Request Balance Payment is sent by the Service Professional, whichever is earlier.

What do I need to provide as part of my claim?

Please describe your complaint with as much detail as possible, including dates, scope of work, agreement with the service professional, nature of complaint, as well as any photographs or snapshots that help us understand the problem. Please note that You are encouraged to communicate with your service professional through the Recommend platform instead of external methods e.g. Whatsapp. This will ensure proper documentation of events.

How long will it take to process my claim?

Upon receiving your complaint, the Operations team will contact you within 1 working day to find out more information and see how we can help resolve the problem.

For more detailed Terms & Conditions, refer to Sections 7 and 8 of our terms and conditions.